SUBMITTED TO: SUBMITTED BY...SUBMITTED BY: Skhunyana Consulting Contact Person: Andile Gumbi...

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SUBMITTED TO:

eThekwini Municipality

Contact Person: Mr M. Xaba

Position: Manager: Research & Statistics

60 Kings Road

Pinetown

3160

Tel: 031-3116107

SUBMITTED BY:

Skhunyana Consulting

Contact Person: Andile Gumbi

Position: Managing Member

2 Elizabeth Street

Umkomaas

4170

Cell: 0724331737

E-Mail: [email protected]

https://www.google.co.za/imgres?imgurl=http://www.durban.gov.za/City_Services/electricity/News/PublishingImages/Customer Service Centre.jpg&imgrefurl=http://www.durban.gov.za/City_Services/electricity/News/Pages/New-Northern-Customer-Service-Centre.aspx&docid=T-pzGbkHS1jPrM&tbnid=bngPoT9tj5DQJM:&vet=10ahUKEwii1OPjq5bbAhVqAcAKHT5dARYQMwhUKBQwFA..i&w=500&h=281&bih=603&biw=1280&q=Sizakala Customer Services Images&ved=0ahUKEwii1OPjq5bbAhVqAcAKHT5dARYQMwhUKBQwFA&iact=mrc&uact=8

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TABLE OF CONTENTS

ITEM PAGE(S) 1. Introduction 3

1.1 Background 3

1.2 Legislative Context 3

1.2.1 The Constitution of the Republic of South Africa 4

1.2.2 White Paper in Local Government 4

1.2.3 The Local Government Municipal Systems Act 5

1.2.4 The Municipal Finance Management Act 6

1.2.5 Back to Basics 6

2. Literature Review 7

2.1 The Concept of Customer Satisfaction and Service Quality 7

2.1.1 Service Quality Dimensions 7

2.1.2 Service Quality Complaining Handling System 8

2.2 The Role of Customer Care and Service Quality in the Public Sector 8

2.2.1 Delivering of Customer Promise 9

2.2.2 Development of Customer Index 9

2.3 eThekwini Municipality Customer Services Context 10

2.3.1 eThekwini Municipality Customer Relations Management Strategy 10

2.3.2 eThekwini Municipality Customer Care Policy 11

3 Methodology 12

3.1 Introduction to Research Methodology 12

3.2 Research Design 12

3.3 Research Setting 13

3.4 Population and Sample 13

3.4.1 Population, Sample Size and Sampling Methodology 14

3.5 Data Collection, Data Entry and Analysis 14

3.5.1 Data Collection 14

3.5.2 Data Entry 15

3.5.3 Data Analysis 15

3.6 Legal and Ethical Considerations 16

3.7 The Study Limitations 16

4. Key Results 17

4.1 Settlement Type 17

4.2 Gender 18

4.3 Race 18

4.4 Age Group 19

4.5 Education Level 19

4.6 Monthly Income 20

4.7 Household Size 20

4.8 Owned or Rented Property 21

4.9 Household Occupancy Period 21

4.10 Ward Number Awareness 22

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4.11 Ward Councillor Awareness 22

4.12 Municipal Office Accessibility 23

4.13 Municipal Building Accessibility to People with Disability 23

4.14 Municipal Building Accessibility to Senior Citizens 24

4.15 Neatness & Cleanliness of the Municipal buildings 24

4.16 Dominant Languages 25

4.17 Water Provision 26

4.18 Sanitation Provision 26

4.19 Storm Water Drainage Provision 27

4.20 Water Satisfaction Level 27

4.21 Sanitation Satisfaction Level 28

4.22 Storm Water Drainage Satisfaction Level 28

4.23 Electricity Satisfaction Level 29

4.24 Rate the Price/Cost 29

4.25 Municipal Account Accessibility 30

4.26 Rate Municipal Account Satisfaction Level 30

4.27 Sizakala Centres Awareness 31

4.28 Have you ever contacted Municipal Offices 31

4.29 Satisfaction Level with Sizakala Centres 32

4.30 Service Interruption Notifications 32

4.31 Service Interruption Notification with the Method used 33

4.32 Method used to Communicate Service Delivery Information 34

4.33 To what extent the Municipality assist Citizens to Participate in Budget & CBP 34

4.34 Participation in Area Consultative Meetings 35

4.35 Local Economic Development Awareness 36

4.36 Overall Customer Satisfaction Level 37

5. Recommendation 38

6. Conclusion 41

7. List of References 41

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1. Introduction

1.1 Background

The purpose of Customer Satisfaction Survey is to assist in establishing the current state of

customer satisfaction in eThekwini Municipality. Customer Satisfaction Survey forms one of

the components of the overall assessment of the state of development and it serves to record

the perception on the residents within the municipal area.

The Customer Satisfaction Survey assessed the perception of the residents with respect to a

broad range of topics from the state of services in the area to a perception of the municipality.

The report records what the residents think of the state of development in the municipality

and is not correlated to the actual situation. It may therefore, be possible that the residents

are either satisfied or dissatisfied with a particular aspect of the municipality whereas in

reality major in roads could have been made with the delivery of services.

The report therefore, does not express an opinion on whether the perceptions of the

residents are accurate or mis-directed. The report merely records the thoughts and opinions

of the residents as expressed through the survey, right or wrong.

1.2 Legislative Context

1.2.1 The Constitution of the Republic of South Africa (Act No. 108 of 1996)

Section 152 of the Constitution provides the objectives of local government to be:

To provide democratic and accountable government for all local communities;

To ensure the provision of services to communities in a sustainable manner;

To promote social and economic development;

To encourage the involvement of communities and community organisations in the

matters of local government.

While working to achieve these objectives, municipalities are expected to transform

its approach and focus to be developmental in nature (section 153). To do this, the

Constitution requires a municipality to:

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Structure and manage its administration, and budgeting and planning processes to

give priority to the basic needs of the community, and to promote the social and

economic development of the community’

Participate in national and provincial development programmes; and

Together with other organs of state contribute to progressive realisation of

fundamental rights contained in sections 24 to 27 and 29.

1.2.2 White Paper in Local Government (1998)

The White Paper establishes the basis for a new developmental local government and

characterises it as a system, which is committed to working with citizens, groups and

communities to create sustainable human settlements which provide for a decent quality of

life and meet the social, economic and material needs of communities in a holistic way.

To achieve developmental outcomes will require significant changes in the way local

government works. The White Paper further puts forward three interrelated approaches

which can assist municipalities to become more developmental:

Integrated development planning and budgeting.

Performance management.

Working together with local citizens and partners.

1.2.3 The Local Government: Municipal Systems Act (Act No. 32 of 2000)

This is the key legislation that gives direction and guidance on the performance management

process. Chapter 6 of the Act details the process as follows:

Section 41 Core Components says:

(1) A municipality must in terms of its performance management system and in

accordance with any regulations and guidelines that may be prescribed: -

(a) Set appropriate key performance indicators as a yardstick for measuring

performance, including outcomes and impact, with regard to the municipality’s

development priorities and objectives set out in its integrated development plan;

(b) Set measurable performance targets with regard to each of those development

priorities and objectives;

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(c) With regard to each of those development priorities and objectives and against

the key performance indicators and targets set in terms of paragraphs (a) and (b)-

(i) Monitor performance; and

(ii) Measure and review performance at least once per year

(d) Take steps to improve performance with regard to those development priorities

and objectives where performance targets are not met; and

Section 42 Community Involvement says:

A municipality, through appropriate mechanisms, processes and procedures established in

terms of Chapter 4, must involve the local community in the development, implementation

and review of the municipality’s performance management system, and, in particular, allow

the community to participate in the setting of appropriate key performance indicators and

performance targets for the municipality.

1.2.4 Municipal Finance Management Act (MFMA) (Act No. 56 of 2003)

This piece of legislation addresses two critical aspects which are the transformation of

procurement regime and alignment of budgeting and the Integrated Development Plan (IDP),

as well as related performance management mechanisms. With regard to the latter, chapter

5 of the MFMA identify specific IDP timeframes that are linked to budgeting time frames. The

legislation also introduces corporate governance measures to local government.

1.2.5 Back to Basics

The Constitution and other legislation spell out our responsibilities and tasks. Some

municipalities perform them well, but others don’t. For example, an acceptable level of

performance means that municipalities must:

a) Put people and their concerns first and ensure constant contact with communities

through effective public participation platforms. This is the essence of our ‘back to basics’

approach.

b) Create conditions for decent living by consistently delivering municipal services to the

right quality and standard. This includes planning for and delivery of infrastructure and

amenities, maintenance and upkeep, including the budgeting to do this. Ensure no

failures in services and where there are, restore services with urgency.

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c) Be well governed and demonstrate good governance and administration - cut wastage,

spend public funds prudently, hire competent staff, ensure transparency and

accountability.

d) Ensure sound financial management and accounting, and prudently manage resources

so as to sustainably deliver services and bring development to communities.

e) Build and maintain sound institutional and administrative capabilities, administered and

managed by dedicated and skilled personnel at all levels. Changing strategic orientation

is not easy and it requires bold leadership and political will.

At the same time, we need a collective effort and unity of purpose and partnership with

leaders in local government, provinces and national government. We need to improve the

political management of municipalities and be responsive to the needs and aspirations of local

communities. In order to achieve this, we urgently require:

Mayors and Municipal Mayoral Committees with a vision to change and the calibre of

leadership to drive the change process.

Speakers of Councils who are able to effectively manage the business of Council and

lead it in its engagement and outreach programmes.

Councillors that will inspire and organize for our common purpose of serving our

people and creating a dynamic link their constituencies.

Municipal Managers and senior managers that understand the core mandate and

orientation understand their specific role in delivering the local government vision as

envisaged in the White Paper and act in a manner that ensures that local government

primarily serves its people by delivering basic services.

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2. Literature Review

2.1 The Concept of Customer Satisfaction and Service Quality

According to Hadiyathi (2014), the role of public sector in delivering quality service is far

important especially in the developing countries. It is significant for the Public Protector Office

and government departments in general to be concerned about customer satisfaction and

service quality. Service quality for instance is regarded by many as an increasing competitive

edge for both public and private sectors. The distinct differences between customer

satisfaction and service quality according to Urs, Harirao and Kumar (2014) is indicated in

Table 1.

Table 1: The distinction between customer satisfaction and service quality

Customer Satisfaction Service Quality

Customer satisfaction can result from any

dimension, whether or not it is quality

related

The dimensions underlying quality

judgments are rather specific

Customer satisfaction judgments can be

formed by a large number of non-quality

issues, such as needs, equity, perceptions of

fairness

Expectations for quality are based on ideals

or perceptions of excellence.

Customer satisfaction is believed to have

more conceptual antecedents

Service quality has less conceptual

antecedents

Satisfaction judgments do require

experience with the service or provider.

Quality perceptions do not require

experience with the service or provider

Source: Urs et al. (2014)

2.1.1 Service Quality Dimensions

There are eight dimensions of quality, namely; performance, features, reliability, conformity,

durability, service, aesthetic and perception. In addition, quality is all about the following

dimensions; personal knowledge, potential humility, completeness of service, speed of

service delivery and aesthetics (Hadiyathi, 2014). Moreover, delivery performance,

responsiveness to change of environment, and market, and the lowest possible cost in service

are also determining factors of service quality. Zeithmal (1987) identified five main

dimensions of service delivery, which are reliability, responsiveness, assurance, empathy, and

tangibility. Zeithmal, Parasuraman and Berry (1985) stated that quality service refers to the

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difference between the expected and the perceived service by customers. Thus, if the

expectations are greater than the service performance, the service performed is regarded

dissatisfaction. The two main factors influencing the quality of service are; expected service

and perceived service. The service is considered good if the perceived service is equal to the

expected service, if the perceived service is more than the expected service, the service is

found to be an ideal quality.

2.1.2 Service Quality Complaining Handling System

The Nationwide Professional Association of the Public Sector (2011) identifies five key

components to a good complaints handling system:

Fairness – judging all complaints on their merits and facts and giving equal treatment

to all complainants;

Transparency and access – the details of the system should be well known to both

clients and staff of the agency;

Responsiveness – complaints should be dealt with quickly, courteously, fairly and

within established timeframes;

Privacy and confidentiality – all complaints should be dealt with in accordance with

privacy legislation and details of the complaint should only be known by those directly

concerned;

Accountability – the system should be open to scrutiny by clients, the responsible

Minister, agency staff and watchdog agencies; Business improvement – analysis of

aggregated complaint data and identification of recurring or system wide problems –

should be used to address the action or service that has been the source of the

complaints through corrective or preventive actions and innovative improvements.

2.2 The Role of Customer Care and Service Quality in the Public Sector

Naz (2009) mentions that if governance in the economy is weak, the service delivery in the

public sector drops as well. According to the SA Public Sector Research Centre (2007), any

incremental improvement in public services positively impacts millions of people. The first

step to delivering the customer promise is to know customers and their needs.

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2.2.1 Delivering of Customer Promise

According to PricewaterhouseCoopers, delivering on the customer promise document (2007),

there are five key strategic enablers for delivering on the customer promise for the public

sector, these are,

• Understanding customers (customer-centricity)

• Pulling down the walls (connected government)

• Empowering institutions (build capacity)

• Realising benefits (deliver the promise)

• Continuously improving (innovate)

Provision of customer-centric services has been viewed as a complex task within the public

sector with a number of critical challenges that need to be overcome (Oosterom, 2007). This

implies widening the scale of service delivery since customer journeys often intersect with a

number of different public sector agencies

Oosterom (2007) states that one common challenge faced by every government department

is determining how to service its customers better. The author further asserts that,

traditionally, government departments have been seen as passive vehicles for executing the

social policy mandated through legislations. Increasingly, however, accustomed to improved

service provision from the private sector, local citizens and or businesses started viewing the

public sector as another provider of services of which they pay tax for and therefore expected

to deliver good service (Oosterom, 2007). The government is now seen by the public as an

apparatus function which provide service to public while guarantees is ease (Hadiyathi, 2014).

2.2.2 Development of Customer Index

In South Africa, the government developed the customer satisfaction index. In accordance to

Hadiyathi (2014), customer satisfaction index refers to data including information of people’s

satisfaction level which is acquired as a result of quantitative and qualitative research

methods undertaken in relation to the opinions and views of people concerning the service

offered by public service departments in comparison to their expectations and needs. The

South African society’s expectations of service delivery derive from the country’s Public

Service Charter that was published in 2013. The charter outlines the following service

standards for South African government sectors:

Serve citizens promptly and courteously at all service delivery points;

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Provide friendly and helpful service;

Help service users make the right choices in accessing services;

Provide appropriate signage and information desks;

Public servants must wear name tags for easy identification;

Answer calls promptly;

Ensure shorter queues at service delivery points;

Respond to queries and complaints promptly

Respond to mail and email correspondence promptly;

Resolve customer complaints fairly, consistently and promptly; and

Encourage service users to make suggestions on how to better the services offered.

All public institutions must visibly display Batho Pele Call Centre and the Anti-

Corruption Hotline numbers

2.3 eThekwini Municipality Customer Services’ Context

2.3.1 eThekwini Municipality Customer Relations Management Strategy

The South African Constitution guarantees citizens a right to access services for the

betterment of their lives. It further dictates that these rights will be non-discriminatory in all

forms, be it race, gender, culture or creed. Furthermore, the South African Government and

all its subordinating structures are subject to a legislative environment that is based on human

rights, equality and Batho Pele Principles. These constitutional obligations inform the

following strategic objectives:

To create an organisation with the universally comprehensive skills, processes and

culture to deliver improved customer services.

To promote better, easier, quicker and convenient access to public services in the

eThekwini Municipal Area.

To promote equal access to services for all citizens.

To promote a responsive and reliable public service that is based on citizen needs.

To promote an effective and efficient public service.

Customer relations in the city take place through five platforms:

Face to face interface.

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Contact centre interface.

Web-based interface.

Media and public interface.

Mass based and facilitation interface.

2.3.2 eThekwini Municipality Customer Care Policy

The eThekwini Municipality commits itself to providing a customer-focused and quality

customer services and urges customers to submit their comments and ideas as to how we can

improve customer service in the municipality. The municipality further commits itself to

address when the service delivered does not meet the standards set out in this policy. The

following values adopted in the first Customer Care Policy (2008) epitomise the Municipality’s

customer focused approach and will guide the interaction of the Municipality with its

customers:

Respect

Good customer care

Service excellence

Integrity and professionalism

Mutual trust and understanding

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3. Methodology

3.1 Introduction to Research Methodology

The research methodology took into consideration the objectives in which the study was

aimed to achieve, which were:

To evaluate the overall customer satisfaction of the Municipality services (all service

departments and units);

To measure service delivery satisfaction and to identify areas of improvement and

gaps;

To develop an ongoing customer engagement and to develop relationships through

different communication channels.

3.2 Research Design

Research Design is defined as a plan or blue print of how one intends conducting the research

and is said to be focusing on the research process and the kind of tools and procedures to be

used. Given the definition, the study will be using both Qualitative and Quantitative

methods to establish the the extent of customers level of satisfaction; and further identifying

gaps which will inform Customer Satisfaction Survey, for eThekwini Municipality.

The advantages of using both methods for the study:

Quantitative methods shall be of primary use, whereby the research is aimed at classifying

features, count them, and construct statistical models to explain what observed/ data is

collected. Researcher shall be using tools, such as questionnaires or equipment to collect

numerical data as they will be dealt with below.

Qualitative methods will assist in exploring attitudes, behaviours and experience of

communities in dealing with service delivery through such methods as interviews or focus

groups. It research through qualitative methods will attempt to get an in-depth opinion from

participants even though fewer people shall be taking part in the research, but the contact

with these people tends to last a lot longer.

Since qualitative research is regarded as being descriptive and inferential in character,

implying that even though the researcher might have significant statistical results, these must

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be described and interpreted, and it is here that the quantitative/ qualitative distinction starts

to break down.

3.3 Research Setting

Research setting refers to the place where the data will be collected. In this study, data will

be collected at eThekwini Municipality area, using different methods to be discussed. The

point for focusing of the referred to setting is that it will provide a useful context or situation

for the generation of data, and almost always there will be further sampling decisions to take,

for example who to talk to in the playground, in which regions in the setting to participate, at

what times and so on – given the interest of the research.

3.4 Population and Sample

3.4.1 Population; Sample Size and Sampling Methodology

The eThekwini Municipality Customer Satisfaction Survey used both Quantitative and

Qualitative Methods. The customers at eThekwini Municipality served as the Population for

the study – however a representative sample size was selected through the Random Cluster

Sampling method. The significant sample size was determined through Sizakala Centres

October – December 2017 Quarter Analysis Report. The total number of customers which

visited Sizakala Centres during the above-mentioned period were 81,550 in total. The sample

size of 2.5% based on the 81,550 customers resulted into a sample size of 2,039. This sample

was redistributed according to the regions as per the table below.

Table 2: Sample Breakdown

REGION CENTRE SAMPLE SIZE

South Region

Shallcross Sizakala Centre 100

Kingsburgh Sizakala Centre 100

Mega City Centre (Umlazi V) Sizakala Centre 150

Bluff Clinic - Health 145

Central Region

Florence Mkhize Building – Revenue

Management

150

Electricity Customer Care Centre – Jeff Taylor 150

Metro Police Headquarters – Old Ford 195

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REGION CENTRE SAMPLE SIZE

North Region

Verulam Sizakala Centre 150

KwaMashu Sizakala Centre 195

Newlands Swimming Pool 150

West Region

Archie Gumede Thusong Centre - Clermont 145

Pinetown Customer Care Centre & Library 150

Nagina Sizakala Centre 100

Maphephetheni Sizakala Centre 100

3.5 Data Collection, Data Entry and Analysis

3.5.1 Data Collection

The data collection was conducted from the 12 – 28 February 2018. The data collection was

conducted by means of a structured questionnaire completed with the assistance of trained

locally employed interviewees. The data collection process flow

Ensure that Enumerators have all the data collection tools

Sampling frame is clearly defined

Conduct interviews

Receive completed questionnaires

Checking of questionnaires Packaging of questionnaires

accordingly

Desktop Analysis of all relevant documents

Handover to data Processing Team

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3.5.2 Data Entry

The data entry was conducted in the following manner:

3.5.3 Data Analysis

The data analysis was conducted in the following manner:

Identification, Verification and Balancing of Questionnaires

Coding of Questionnaires Data Capturing and Editing

Raw Data and Quality Assurance

Automated Editing and Validation

Post Editing Checks

Sign off and counting of Questionnaires within the

process

Preparation of Output Database

Initial Tabulation and Product Development

Data Capturing Editing Final Editing Weighting

Tabulation AnalysisCompilation of Methodology and

Analytical Report

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3.6 Legal & Ethical Considerations The following issues were involved in the system of ethical conduct for this research:

Informed consent – participants will be informed of the research, the nature, purpose and

must consent to participate without coercion;

Privacy and confidentiality – responses to personal questions will be regarded as confidential

and anonymous so that the reader of the research would be unable to deduce the identity of

the individual; and

Right to discontinue – participants will be informed of their right to discontinue with

completing questionnaires, interviews and to take part in focus groups. The following

conduct will be regarded as unethical and therefore the researcher will avoid engaging in such

behaviours;

Deception – the researcher shall not embark on a behaviour of misleading the participants in

such a way that if they had been aware of the nature of the study, they may have declined to

participate in it.

Records – hard and soft copies that were generated during the survey are the intellectual

property of the municipality. They will be stored as per the Data Management System of

eThekwini Municipality.

3.7 The Study Limitations

The limitations that were encountered during the implementation of Customer Satisfaction

Survey were as follows:

Non-response from electronic mail survey, the applied mitigation factor was the

telephonic survey mechanism.

Even though the focus group discussion were not part of the scope of work outlined

by the Client; Skhunyana Consulting wanted to conduct Focus Group Discussions as

value add. Unfortunately, due to the non-confirmation from the intended groups, the

focus group discussions were not conducted.

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4. Key Results

Residents of eThekwini Municipality were given the opportunity to present their views and

considerations on several matters concerning their lives and service delivery. Considerations

from residents were recorded and analysed through using the questionnaire as the data

collection tool. Therefore, this section presents the outcome of that analysis which is the

overall level of satisfaction about service delivery by the inhabitants of eThekwini

Municipality.

Section A Demographic Profile

4.1 Type of Area

The bar chart reflects that majority of participants that were engaged resides in formal

township hence they registered 53.50%, followed by the participants which resides in the

suburban areas. In as much as Skhunyana Consulting closely monitored the fair

representative of dwelling type during data collection. The fact that respondents were

engaged from the selected public facilities, it created a limitation in ensuring that the accurate

balance is maintained as per the type of area.

Figure 1: Type of area

Source: Skhunyana 2018

53.50%

16.40%

8.85%

17.15%

4.10%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

FormalTownship

InnerCity/Flats

InformalSettlement

Suburb RuralSettlement

SECTION A: TYPE OF AREA

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4.2 Gender

The bar chart reflects that males dominated the eThekwini Customer Satisfaction Survey in

terms of respondents, since males registered 58.66% of the respondents. There was a low

margin 17.32% that separate both genders in terms of respondents.

Figure 2: Gender


4.3 Race

Hence the dominating dwelling type was dominated by the formal township, the racial

grouping that is the majority in terms of the participants is the African race which registered

82.43%. Whilst the White registered 8.41%.

Figure 3: Race


58.66%

41.34%

0.00%0.00%

20.00%

40.00%

60.00%

80.00%

Male Female Other

SECTION A: GENDER

82.43%

8.41% 6.01% 3.10% 0.05%0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

African White Indian Coloured Other

SECTION A: RACE

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4.4 Age Group

The bar chart reflects that, 46 to 60 years age group constituted 43.52% during the Customer

Satisfaction Survey; and 26 to 45 years age group registered 35.55%. The dominated age

bracket was made up by the active citizens, consists of young people.

Figure 4: Age Group


4.5 Educational Level

The bar chart reflects the educational level of the respondents, was dominated by those with

high school education with the highest percentage of 45.27%. Followed by the respondents

with Diplomas which registered 23.36%; and those with Degrees registered 11.86%.

Figure 5: Education Level


14.36%

35.55% 43.52%

6.57%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

18 to 25 26 to 45 46 to 60 60+

SECTION A: AGE GROUP

3.10%3.65%8.15%

45.27%

23.36%

11.86%

2.95%1.50%0.15%0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

SECTION A: EDUCATION LEVEL

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4.6 Monthly Income

The bar chart reflects that 50.78% indicated that they don’t have monthly income from the

sample that was selected. This question in most research work, people refuse to properly

indicate their income brackets with the view that they stand a chance to benefit from free

basic services in a form of indigent support.

Figure 6: Monthly Income

4.7 Household Size

The bar chart reflects the household size of the respondents in which 42.81% have a

household size between 4 to 6 members; followed by 41.85% that have a household size

between 1 to 3 members. The household size more than 8 family members registered 9.72%.

Figure 7: Household Size


50.78%

16.91%6.70%

12.01%6.10% 7.50%

0.00%10.00%20.00%30.00%40.00%50.00%60.00%

SECTION A: MONTHLY INCOME

41.85% 42.81%

5.62%

9.72%

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

40.00%

45.00%

1-3 4-6 7-8 More than 8

SECTION A: HOUSEHOLD SIZE

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4.8 Owned or Rented Property

The bar chart reflects that, 69.50% of the respondents own their properties; whilst 25.40%

reside in the rented property and lastly 5.10% of the respondents reside in the government

subsidised property.

Figure 8: Owned or Rented Property


4.9 Household Occupancy Period

As clearly depicted by this bar chart 27.20% of the respondents have been living in their

respective areas for more than 20 years. Majority of the respondents have been living in their

respective areas for more than 3 years.

Figure 9: Household Occupancy Period


69.50%

25.40%

5.10%

0.00%

20.00%

40.00%

60.00%

80.00%

Owned Rented Gov Subsidy

SECTION A: Indicate whether you reside in

owned or rented

5.35%

13.50%10.35%

16.10% 16.25%

11.25%

27.20%

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

lessthan 6

months

6-12months

1-3years

3-5years

5 -10years

10-20years

morethan 20

years

SECTION A: How long have you lived in this area?

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4.10 Ward Number Awareness

The bar chart reflects that 59.71% of the respondents they don’t know their ward number;

whilst 40.29% they are aware of their ward number where they reside. There is a need to

sensitise residents about their ward numbers driven by community participation unit.

Figure 10: Ward Number Awareness


4.11 Ward Councillor Awareness

The bar chart reflects that slight majority of the respondents are aware who is their ward

councillor. There is a need to continuously sensitise and encourage residents to attend ward

public meetings with an aim to create awareness about service delivery activities planned and

implemented in the ward, which will ultimately make the residents know their development

champion in their ward.

Figure 11: Ward Councillor Awareness


40.29%

59.71%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

Yes No

SECTION A: Do you know your Ward Number?

51.68%

48.32%

46.00%

47.00%

48.00%

49.00%

50.00%

51.00%

52.00%

Yes No

SECTION A: Do you know your Ward Councillor?

23

4.12 Municipal Offices Accessibility

The bar chart reflects that, 75.65% of the respondents indicated that the municipal offices are

easily accessible from their respective areas. Whilst 24.35% of the respondents indicated that

they are not easily accessible.

These findings suggest that eThekwini Municipality must continue with the decentralisation

of services closer to the residents. Majority of the respondents indicated that in as much as is

not a walkable distance to access the municipal offices, but they are within a reachable radius

through public and private transport of 15 – 30 kilometres.

Figure 12: Owned or Rented Property


4.13 Municipal Buildings accessibility to People with Disabilities

The bar chart reflects that 86.58% of respondents indicated that municipal building caters for

people with disabilities in terms of easily accessing and moving inside municipal buildings

without challenges. The 13.42% of the respondents indicated that some of the municipal

buildings do not cater for people with disabilities. Such buildings need to be improved.

75.65%

24.35%

0.00%

20.00%

40.00%

60.00%

80.00%

Yes No

SECTION A: How accessible are the Municipal Offices

from your area?

24

Figure 13: Municipal Buildings Accessibility to People with Disabilities


4.14 Municipal Buildings accessibility to Senior Citizens

The bar chart reflects that 88.49% of the respondents indicated that the municipal buildings

cater for senior citizens in a manner that they are easily accessible.

Figure 14: Municipal Building Accessibility to Senior Citizens


4.15 Neatness and Cleanliness of the Municipal Building

The bar chart reflects that 93.73% of the respondents indicated that they are well satisfied

with the neatness and cleanliness of the municipal buildings. Thus, means eThekwini

Municipality must continue with current mechanisms that are applied for facilities

management.

86.58%

13.42%

0.00%

50.00%

100.00%

Yes No

SECTION A: Does the Municipal Buildings cater

for people with …

88.49%

11.51%

0.00%

20.00%

40.00%

60.00%

80.00%

100.00%

Yes No

SECTION A: Does the Municipal Buildings cater

for the elderly?

25

Figure 15: Neatness and Cleanliness of the Municipal Building


4.16 Dominant Languages

The bar chart reflects that 95.79% of the respondents indicated that eThekwini Municipality

does cater for dominant languages which are: IsiZulu and English Languages. This means that

whenever residents interact with the officials, they can express themselves freely.

Figure 16: Dominant Languages


93.73%

2.31% 3.96%0.00%

50.00%

100.00%

Satisfied Not Satisfied Don't Know

SECTION A: Are you satisfied with the neatness

and cleanliness of the municipal building?

95.79%

4.21%

0.00%

20.00%

40.00%

60.00%

80.00%

100.00%

120.00%

Yes No

SECTION A: Does the Municipality cater for all

dominant languages?

26

Section B: Municipal Services

Service Level Definitions

4.17 Water Sources

The bar chart reflects that 92.28% of respondents have access to water connected direct to

their households. Whilst 5.82% of respondents access water from the standpipe within 200

metre radius. Based on the sample that was engaged, 1.90% of the respondents still use water

that is not purified.

Figure 17: Water Sources


4.18 Sanitation Methods

The bar chart reflects that 86.65% of the respondents use flushed toilets, while 11% use toilets

that are provided by the municipality as part of the sanitation programme. The 2.35% of

respondents who still use communal toilets, they indirectly indicate that there is a backlog

that needs to be addressed in relation to sanitation.

Figure 18: Sanitation Methods


1.90% 5.82%

92.28%

0.00%

20.00%

40.00%

60.00%

80.00%

100.00%

Spring Standpipe HouseConnected

SECTION B: WATER SOURCES

2.35% 11%

86.65%

0.00%

20.00%

40.00%

60.00%

80.00%

100.00%

Communal VIP Toilet FlushedToilet

SECTION B: SANITATION METHODS

27

4.19 Storm Water Drainage Service

The bar chart reflects that 78.75% of respondents indicated that where they reside there is a

proper storm water drainage facility. While 15.65% of respondents indicated that storm water

drainages are not constructed where they reside.

Figure 19: Storm Water Drainage Service


4.20 Water Provision Satisfaction Level

The bar chart reflects that majority of the respondents are satisfied with water provision,

hence 38.65% indicated that water provision is good, followed by 27.05% of respondents

which indicated that water provision is average and 22.35% of respondents indicated that

water provision is very good.

Figure 20: Water Provision Satisfaction Level


15.65%

5.70%

78.75%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

Not Serviced Partly Serviced Fully Serviced

SECTION B: STORM WATER

5.70% 6.25%

27.05%

38.65%

22.35%

0.00%10.00%20.00%30.00%40.00%50.00%

Very Poor Poor Average Good VeryGood

SECTION B: WATER PROVISION SATISFACTION

LEVEL

28

4.21 Sanitation Satisfaction Level

The bar chart reflects that 33.85% of respondents indicated that they are satisfied sanitation

provision is good; while 24.85% of respondents indicated that their satisfaction level is

average with sanitation provision. 15.75% and 12.85% indicated they are dissatisfied. These

findings depict a picture that suggest the need to address the sanitation backlog in order to

improve sanitation provision by eThekwini Municipality.

Figure 21: Sanitation Satisfaction Level


4.22 Storm Water Drainage Satisfaction Level

The bar chart reflects that 37.44% of the respondents are satisfied with storm water drainage

system that is provided by eThekwini Municipality. While 16.62% of respondents are

dissatisfied with existing storm water drainage; the dissatisfaction needs to be addressed by

improving existing and constructing new storm water drainage systems in areas where they

do not exist.

Figure 22: Storm Water Drainage Satisfaction Level


15.75%12.85%

24.85%

33.85%

12.70%

0.00%

10.00%

20.00%

30.00%

40.00%

VeryPoor

Poor Average Good VeryGood

SECTION B: SANITATION SATISFACTION LEVEL

16.62%

9.06%

24.37%

37.44%

12.51%

0.00%

10.00%

20.00%

30.00%

40.00%

VeryPoor

Poor Average Good VeryGood

SECTION B: STORM WATER

29

4.23 Electricity Satisfaction Level

The bar chart reflects that 38.65% of the respondents are satisfied with electricity that is

provided in their households. While 21% of the respondents are well satisfied with electricity

provision. eThekwini Municipality must maintain this good standard on electricity provision.

Figure 23: Electricity Satisfaction Level


4.24 The Cost for Services

Majority of respondents were not happy with cost they pay for services such as water and

electricity.

Figure 24: The Cost for Services


6.70%10.35%

23.30%

38.65%

21.00%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%


SECTION B: ELECTRICITY SATISFACTION LEVEL

36.33%

13.35%

33.09%

11.91%

5.32%

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

40.00%


SECTION B: RATE THE PRICE/COST

30

4.25 Receipt of Municipal Accounts

The bar chart reflects that the 79.63% of the respondents they do receive their municipal

accounts. Whilst 20.37% of respondents they don’t receive the municipal accounts simple

because they access water from the standpipe and utilise pre-paid electricity.

Figure 25: Receipt of Municipal Accounts


4.26 Satisfaction Level with Municipal Account

The bar chart reflects that 59.78% of respondents are satisfied with their municipal accounts,

while 25.32% of respondents are not satisfied. eThekwini Municipality must ensure that the

bills are generated from accurate meter reading in order to eliminate the percentage of those

residents that are not satisfied with their bills because the felt that they are inaccurate.

Figure 26: Satisfaction Level with Municipal Account


The respondents felt that the municipality is not providing proper channels to deal with

account queries.

79.63%

20.37%

0.00%

20.00%

40.00%

60.00%

80.00%

Yes No

SECTION B: DO YOU RECEIVE AN ACCOUNT

59.78%

25.32%14.90%

0.00%

20.00%

40.00%

60.00%

80.00%


SECTION B: IF YES, RATE YOUR SATISFACTION

31

Section C: Customer Care

4.27 Sizakala Centres Awareness

The bar chart reflects that 65.83% of respondents indicated that are aware of the Sizakala

Centres and services that are offered at Sizakala Centres. 34.17% of respondents are not

aware of the Sizakala Centres. There is a need to continuously sensitise residents about

Sizakala Centres and services that are rendered in these centres.

Figure 27: Sizakala Centres Awareness


4.28 Have you ever contacted your municipal offices on any of the services below

The bar chart reflects that 57.17% of respondents contacted the municipal offices in

connection with water, 24.82% enquired about electricity, 5.01% in connection with

sanitation provision, and 12.61% contacted the municipality with other matters such as

employment.

Figure 28: Contacted the Municipal Offices


65.83%

34.17%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

Yes No

SECTION C: Are you aware of Sizakala Centres

57.17%

24.82%

5.01%12.61%

0.00%

20.00%

40.00%

60.00%

80.00%

Water Electricity Sanitation Other

SECTION C: Have you ever contacted your municipal

offices on any of the below

32

4.29 Satisfaction with Sizakala Centre Services

The bar chart reflects that 33.37% of respondents indicated that, they are satisfied with the

services that are offered at Sizakala Centres. 21.02% of the respondents are well satisfied with

the services Sizakala Centre Services. Those who indicated that were not satisfied, highlighted

the fact that, they did not receive what they wanted from the centre.

Figure 29: Satisfaction with Sizakala Centre Services


4.30 Notification on service interruption

The bar chart reflects that 75.53% of respondents indicated that they do receive service

interruption notifications. 24.47% indicated that they don’t receive notifications. The

municipality use communication mix methods which are: print media, bulk smses and through

laud hailing.

Figure 30: Notification on Service interruption


10.80%

4.17%

16.15%

33.37%

21.02%

0.00%

10.00%

20.00%

30.00%

40.00%


SECTION C: Sizakala Satisfaction

75.53%

24.47%

0.00%

50.00%

100.00%

Yes No

SECTION C: Do you receive notification from the

municipality on service interruption?

33

4.31 Satisfaction Level with the Method Used to Communicate Service interruption

The bar chart reflects that, 60.99% of the respondents are satisfied with the notification

method that is used when there is a service interruption. 24.03% of the respondents

indicated that they are not satisfied, and 14.98% of respondents is not applicable to them.

Figure 31: Satisfaction Level with the Method use to Communicate Service Interruption


60.99%

24.03%14.98%

0.00%

20.00%

40.00%

60.00%

80.00%


SECTION C: Satisfaction Level with the Method used to

Communicate Service Interruption

34

Section D: Communication

4.32 Method used to Communicate Information about Service Delivery

The bar chart reflects that 32% of respondents indicated that they receive information

through SMS. 20% of the respondents indicated that they receive information through a Ward

Councillor. Respondents indicated that the preferred method to communicate the service

delivery information is through the ward councillor and bulk SMS.

Figure 32: Method used to Communicate Information about Service Delivery


4.33 To what extent the municipality assists residents to participate in budget and

Community Based Planning in your Area

The bar chart reflects that 51.77% of the respondents indicated that it is very poor and 21.95%

indicated that is poor. This means that the municipality must improve in this regard.

Figure 33: Participation in Budget & Community Based Planning


2.00% 5.00%10.00%

20.00%19.00%12.00%

32.00%

0.00%0.00%

10.00%20.00%30.00%40.00%

SECTION D: How do you receive information about

service delivery

51.77%

21.95% 16.91%6.16% 3.21%

0.00%

20.00%

40.00%

60.00%


SECTION D: Extent the Municipality assists

residents to participate in the budget hearings

35

4.34 Participation in the Area Consultative Process din the past 12 months

The bar chart reflects that 80.20% of respondents have never participated in the area

consultative process in the past 12 months. Only 19.80% indicated that they have

participated in the consultative process. There is a need to encourage residents to participate

in the area consultative processes with an aim to make input on service delivery planning in

their respective areas.

Figure 34: Participation in the Area Consultative Process


Those who have participated in the consultative process, did indicate that they are able to

ascertain the future service delivery plans that the municipality is planning to implement. This

process creates a platform for residents to make their inputs to the proposed service delivery

mechanisms.

19.80%

80.20%

0.00%

50.00%

100.00%

Yes No

SECTION D: Have you been involved in any area

consultative process during the past 12 months?

36

Section E: Local Economic Development

4.35 Local Economic Development Programmes Awareness

The bar chart reflects that 87.04% of respondents are not aware of the Local Economic

Development Programmes. There is a need to conduct local economic development

awareness workshop, that will enable residents to understand local economic development

activities.

Figure 35: Local Economic Development Awareness


The respondents that have sighted that they are aware of the Local Economic Development

Programmes, they listed activities that are not related to local economic development such

as: Expanded Public Works Programme; Road Maintenance, Tree Felling.

Even on areas which needs to be improved in order to make Local Economic Development to

strive, majority of respondents listed matters which are not related to local economic

development. This draws a conclusion which suggests that, there is a need to conduct local

economic development awareness.

12.96%

87.04%

0.00%

20.00%

40.00%

60.00%

80.00%

100.00%

Yes No

SECTION E: Are you aware of any Local Economic

Development Programmes within your area?

37

4.36 The Overall Service Delivery Satisfaction Level

The bar chart reflects that, 38.93% of the respondents indicated that the overall service

delivery satisfaction level is good; while 24.14% of the respondents indicated that the overall

service delivery satisfaction level is very good.

Figure 36: Overall Service Delivery Satisfaction Level


7.34%5.45%

24.14%

38.93%

24.14%

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

40.00%

45.00%

Very Poor Poor Average Good Very Good

OVERALL SATISFACTION LEVEL

38

5. Recommendations

This report provided the eThekwini Municipality with the necessary statistical information to

note the perception of the people of eThekwini to evaluate the Municipality’s performance

and how this affects the life of the occupants under its jurisdiction. However, the report

therefore do not express an opinion on whether the perceptions of the residents are accurate

or even mis-directed. It merely records the thoughts and opinions of the residents as

expressed through the survey, right or wrong. Some of the key trends of the 2018 Customer

Satisfaction Survey can be be summarised as follows:

Main

Satisfaction

75% of the respondents indicated that, the Municipal Offices are

accessible.

86% of the respondents indicated that, the municipal buildings are

accessible to people with disabilities.

88% of the respondents indicated that, the municipal buildings are

accessible to senior citizens.

93% of the respondents indicated that, the municipal buildings are neat

and clean.

95% of the respondents indicated that, the municipality is using

dominant languages.

92% of the respondents indicated that, they have access to water

trough household connection.

79% of the respondents indicated that, they receive municipal accounts.

75% of the respondents indicated that, they receive service interruption

notification.

60% of the respondents indicated that, they are happy with the method

used to communicate service interruption.

Main

Dissatisfaction

36% of the respondents indicated that, the cost for services are high in

terms of price.

51% of the respondents indicated that, they have never

participated in the Budget and Community Based Planning.

39

80% of the respondents indicated that, they have never

participated in the area consultative process in their respective

areas.

87% of the respondents indicated that, they are not aware of local

economic development programmes.

The entire analysis presented in this report showed that the majority of people interviewed

in the municipality are satisfied with a range of services provided by the municipality.

eThekwini residents as well as a large number of stakeholders consulted have suggested a

number of recommendations to be considered by officials to improve lives of many in the

municipality. These include among other things the following:

STRATEGIC THRUST

DESCRIPTION

Public

Participation

The report reflects that majority of the respondents, they have not

participated in the area consultative processes for the past 12 months.

eThekwini Municipality must encourage residents to participate in the

consultative processes.

Public Participation is the legislative requirement, the Local Government

Municipal Systems Act no 32 of 2000 requires municipalities to put in

place systems for communities to participate in the decision-making

process.

The Public Participation team must also consider the time factor,

whenever the public participation platform is created. Some areas will

have more participants when the public participation is conducted after

working hours and over the weekends.

Economic

Development

There is a need to drive an aggressive economic development

programme that will enable inhabitants to be aware of the concept of

economic development and secondly participate in the initiatives

created through economic development.

Communication

Improvement

Communication has a significant impact on how residents judge their

council. Furthermore, people are unlikely to participate actively in the

development agenda unless they:

Have information about developments and actions of the

municipality;

Can access information and their Council via a range of channels;

and

Opportunities have been created by the Council for people to

40

STRATEGIC THRUST

DESCRIPTION

receive information, give feedback and know how they can get

involved.

To this extent officials need to always communicate with people

before taking any crucial decision affecting their lives.

eThekwini Municipality Customer Relations Management Strategy made

provision for five platforms on customer relations which are:

Face to face interface;

Contact centre interface;

Web-based interface;

Media and public interface;

Mass based and facilitation interface.

These five platforms must be used as part of broad communication tools.

Bill Payment

method Municipality must consider using speed point facility, as payment

method for customers. Customers are not happy with cash payment

for their municipal accounts. Customers indicated that it is not safe

to travel with cash whenever they must pay for their municipal

accounts. Revenue Management Unit must consider the speed point

facility.

Billing System Customers indicated that, the municipality must consider the onsite

meter reading mechanism, which will inform the compilation of an

accurate municipal account statement. Electricity Unit must create

awareness to the residents about the SMS service for accurate metre

reading.

41

6. Conclusion

The overall satisfaction level of eThekwini Municipality 2018 Customer Satisfaction Survey

registered 38.93% as good which means that service delivery that was rendered by the

municipality during the period under review was good. Despite the fact that the report is

positive in terms of service delivery; but there are areas which still requires more attention

and improvement such as: public participation; communication improvement; bill payment

method; billing system; and local economic development.

7. List of References

Bruhn, M & Georgi, D. 2006. Service marketing: Managing the service value chain. Harlow:

Pearson Education.

Hadiyathi, E. 2014. Service quality and performance of public sector: study on immigration

office in Indonesia. International Journal of Marketing Studies, 6(6), 104-117.

Hoffman, D & Bateson, J.E.G. 2006. Service marketing: Concepts, strategies and cases. 3rd ed.

Mason: Thomson.

Institute of Public Administration Australia. 2011. Getting Serious on Client Service: An IPAA

Policy Discussion Paper. The nationwide Professional Association of the Public Sector.

Kaisara, G & Pather, S. 2009. E-Government in South Africa: e-service quality access and

adoption factors. Proceedings of the 11th Annual Conference on World Wide Web

Applications, Port Elizabeth, 2-4 September 2009 (http://www.zaw3.co.za)

Naz, F. 2009. E-Governance for improved public service delivery in Fiji. J. Service Science and

Management, 3: 190-203

South Africa. Public Service Commission. 2010. Key Drivers of Citizen Satisfaction with Public

Service Delivery: Pilot Report 2009/2010.

eThekwini Municipality. Customer Relations Management Strategy.

eThekwini Municipality. 2004. Customer Care Policy

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